Auto Comment - No Response from Reporter (Customer)

Sampath_z585xx

Team

I need automation rule for below scenario with screenshot . any help appreciated

Step 1 : When issue Created

Step 2 : Issue field condition - status - In Progress / Waiting for Reporter / on hold

Step 3 : More than one day (need query or steps)

Step 4 : Send mail  ; Please Update status of your request 

Step 5 : If no Response sent mail to customer & customer manager as well as IT agent

Step 6 : If no response sent mail to customer - stating closing the ticket - pls contact xxx

 

 

 

Mark Segall

Hi @Sampath - Based upon steps 2 and 3, you'll need to change the trigger from Issue Created to scheduled.  You could do something like this:

• TRIGGER: Scheduled (Daily) with following JQL

  • status IN ("In Progress", "Waiting for Reporter", "On Hold") AND status changed BEFORE -1d

• ACTION: Send Email
  • Recipient: Reporter
  • Subject/Body: Whatever you want for step 4

This would address steps 1-4.  However, we'd need more information on steps 5 and 6.  If you're looking for something to happen after steps 1-4 have occurred and there's still no update, you'll probably want to split these into a separate rule.